Insights, opinions and a point of view from a call center, contact center and customer experience consulting veteran related to call centers, contact centers, customer service and customer satisfaction based on 35+ years of industry knowledge and experience.

Thursday, April 16, 2015

Report: WCMs lead to better customer experience

Managing the customer experience isn’t all about fancy consumer-facing tools. It often begins with things the customer doesn’t see–like a web content management system that’s doing the heavy lifting behind the scenes.

About Me

More than 33 years of call and contact center experience. Worked in every position possible in the call/contact industry space. Recipient of more than 27 awards for call/contact center excellence. More than 14,000 agent desktops around the globe employ TRG designed operational models. CEO of The Taylor Reach Group, Inc. a call and contact center consultancy, past President & CEO of Watts Communications a large contact center outsource agency. Author, speaker and expert on all things call or contact center.
For more information visit http://www.thetaylorreachgroup.com